Glossary.
Agent AI terms, defined in plain English.
- RAG (Retrieval-Augmented Generation)
- A technique where the AI retrieves relevant documents before generating an answer. Instead of relying on training data alone, it searches your knowledge base for specific information.
- Hybrid retrieval
- Combining keyword search (BM25) with semantic/vector search. Catches both exact matches and meaning-based matches.
- Tool-calling
- When an AI agent uses external tools (APIs, databases, calendars) to take actions — not just generate text. E.g., checking appointment availability and creating a booking.
- Embeddings
- Numerical representations of text that capture meaning. Used for semantic search — finding content that's related even if different words are used.
- Conversation window
- A 24-hour period of messages with one user. Used for billing (one window = one conversation) and for messaging platform rules (WhatsApp, Instagram).
- Knowledge gap
- A question the agent couldn't answer confidently. Surfaced in your dashboard so you can add the missing information to your knowledge base.